We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.

Entry-level on-site IT helpdesk role in Saginaw, MI focused on answering calls, troubleshooting basic tech issues, managing tickets, and supporting Microsoft-based systems, with training and growth potential into advanced engineering roles.

Roles and Responsibilities

The Tier 1 Support Engineer is an entry level position that offers the possibility of advancing into a position as a full-time Systems or Network Engineer in a fast-growing company. The Tier 1 Support Engineer is responsible for handling first level service requests and incidents as they initially come into the helpdesk and service boards. This relates to technologies including printers, workstations, servers, network equipment and other vendor specific hardware.   

• IT support for customers using Microsoft operating systems and applications.  

• #1 PRIORITY is answering phones!!  

• Responsible for initial information gathering.  

• Virus & Malware detection and removal.  

• Initial troubleshooting on workstations & printers < 15 minutes!  

• Initial ISP calls.  

• Responsible for service board monitoring and escalations.  

• Responsible for ticket follow-ups.  

• Monitoring of the Fax Folder.  

• Gathering necessary information and documenting in tickets.   

• Escalating tickets to the appropriate department for scheduling.  

• Communicating with clients and co-workers and updating tickets immediately stating progress and next steps.  

• Keeping documentation and configurations up to date.   

• All other duties requested including helping co-workers and assisting with urgent service requests when necessary.  

Knowledge, Skills, and/or Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must possess a valid U.S. Driver’s License 

• Works well in a team 

• Outstanding interpersonal abilities

•  

  Positive, service-oriented personality    

• Ability to adapt quickly to changes  

• Good work habits under pressure.  

• Excellent verbal & written communication skills

• Sound judgement to know when to escalate issues to management  

• Attention to detail, plus strong analytical and problem-solving capabilities  

• Thorough technical documentation skills  

• Ability to research solutions or information regarding technical issues 

• Ability to communicate technical information, both verbal and written to a wide range of end-users.  

• Ability to adapt quickly to changes and multi-task

• Competitive, high achiever who persists despite obstacles, opposition, or setbacks 

• Basic knowledge of Microsoft Office applications 

• Basic knowledge of Windows 7, 8 and Windows 10 operating systems   

• Not proficient in ConnectWise Suite but training to be proficient.

About the Organization

• NetSource One began serving the Great Lakes Bay Region clients from our Saginaw, Michigan location in 1999, growing to over 1,000 customers throughout Michigan and surrounding states today.  We serve a variety of markets including medical, financial, government, education, legal, manufacturing, and distribution, along with a diverse group of small business.

• NetSource One has grown to over 60 highly skilled IT professionals at two locations by providing the very best technology solutions and support for our customers throughout Michigan and the surrounding areas. Our team is composed of highly trained Tier 1 Help Desk, Managed Services, Special Projects, Technology Advisors and Onsite Support personnel. We are a dedicated group of professionals who have been formally educated and have obtained degrees and certifications in a wide array of important information technology areas. Our growth in this industry has allowed us to devote a substantial portion of our resources to on-going education, training, and certification of our staff, keeping us at the forefront of new technologies in this ever-changing market.

Work Environment

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e., business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time.

Competitive wages | The compensation range is expected to start at $15/hr. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

Location

• NetSource One - Saginaw, MI

Full-Time/Part Time

• Ability to sit at a computer terminal for an extended period of time.

Hours

• 40 hours per workweek with additional time as may be required as business demands dictate.  

Travel

• Occasional: travel to customer and supplier locations. 

Who We are: 

At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. 

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are!

We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today!  Learn more here: Why New Charter.

New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.